Benefits Manager

The Benefits Manager role maintains direct involvement in day-to-day operations of the Benefits Administration team, while also providing direct supervision, guidance, and support to ensure accurate, timely, and compliant benefit processing. This role manages team workloads and service levels, serves as an escalation point for complex benefit and payroll issues, and partners closely with Payroll, Accounting, and insurance carriers to resolve discrepancies. The Benefits Manager reviews complex benefit transactions, supports audits and reconciliations, maintains benefits documentation and procedures, and assists with process improvements and special projects to support efficient benefits administration and high-quality client and employee service. Essential Duties and Responsibilities Assist senior leadership with managing the day-to-day operations of the Benefits Administration team to ensure timely, accurate, and compliant benefit processing and service delivery. Provide direct supervision and support to Benefits Specialists and Senior Benefits Specialists, including coaching, guidance, and performance feedback. Monitor team workloads, zoom/client space queue coverage, and case volumes to ensure service-level expectations are met. Serve as escalation point, along with senior leadership, for complex employee and client benefit issues that may require advanced review or coordination. Review and approve complex benefit transactions, including qualifying life events (QLEs), payroll deduction corrections, arrears calculations, and manual enrollments. Support the team with hands-on assistance during peak periods, escalations, or staffing gaps as needed. Ensure benefit enrollments, payroll deductions, and employer contributions are processed accurately and in accordance with plan rules and company policies. Partner with Payroll and Billing & Recon to resolve benefit-related payroll discrepancies and deduction issues. Communicate directly with insurance carriers to resolve escalated plan or enrollment issues and support ongoing operations. Oversee audits of benefit enrollments and payroll deductions; ensure discrepancies are identified, documented, and resolved. Assist in the development, maintenance, and consistent application of benefits-related SOPs, FAQs, and process documentation. Identify process gaps, training needs, and opportunities for operational improvements; partner with leadership to implement solutions. Support client-facing teams by providing operational guidance and clarification on benefit administration processes. Participate in special projects and initiatives related to benefits administration as assigned. Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities that cannot be performed remotely without compromising security, efficiency, or effectiveness.

Marginal Functions Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients. Attend webinars and training to stay up to date on best practices related to the company and department. Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships. Strong time‑management skills, with the ability to prioritize effectively in a fast‑paced environment. Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination. Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment. Sound decision making abilities, including evaluating complex information and determining appropriate actions. Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion. Proven leadership skills, including the ability to train, mentor, and develop high‑performing teams. High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture. Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.

Education & Experience Associates degree or equivalent combination of 2 – 5 years of managerial group benefit experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.

Physical, Mental, & Communication Demands Physical Demands: Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Mobility: Occasional walking or traversing throughout the office to meet with leaders and other employees. Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials. Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies. Mental Demands: Attention to Detail: High level of accuracy needed for managing client accounts. Problem-Solving: Ability to troubleshoot issues related to client escalations or complaints. Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines. Decision-Making: Make informed decisions regarding when it is appropriate to escalate client concerns or issues. Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns Communication Demands: Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity. Written Communication: Prepare clear and concise documentation, including emails and notes. Verbal Communication: Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers. Presentation Skills: Present information effectively in training sessions with clients and other employees. Environmental Conditions This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate-controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. This role may involve extended periods of sitting during meetings, as well as standing and walking.

 

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